Customer Service Technical Specialist

3 weeks ago

London, United Kingdom Wolters Kluwer Full time

Through analysis and problem solving we facilitate implementation, maintenance, education, and documentation for online solutions.

Wolters Kluwer’s Health LRP Product Support team is recognized for excellence in customer service by Omega Management Group’s NorthFace ScoreBoard Award.

The PSS will take ownership of issues and manage them through resolution. Daily activities require liaising with other departments and diagnosing problems submitted directly by customers or escalated via our global support group and other parts of the organization.

All activity is recorded in CRM systems for tracking purposes. Full training on our wide product range and all tools necessary to address customer requests will be provided. Ongoing training sessions will be conducted on existing as well as new products/tools/processes.

This position is critical to the satisfaction and success of our customers and serves as the primary contact for problems or questions about all products and services.

**Responsibilities**:

- Respond to technical and service inquiries within department SLAs
- Foster a close relationship with the global Customer Support team, ensuring enhancement requests, bugs, and other product issues are communicated across the team and tracked appropriately
- Utilize CRM systems to log and track all communications related to customer inquiries
- Support self-service initiatives by contributing content for customer-facing and internal Knowledgebases

Interacts with:

- Internal: Global Customer Support, Field and Inside Sales, Quality Assurance, Product Management, Project Management, Release Management, and Global Online Operations.
- Customers: technical/administrative staff, researchers, information scientists, librarians, library directors, purchasers, clinicians, and students. Interactions with distributors and other third-party vendors are occasionally necessary.

Required skills:

- Degree level or equivalent
- Strong track record in customer service
- Excellent verbal and written communication skills
- 3+ years diagnosing and resolving software problems
- Familiarity with Web Services, Discovery Services, Link Resolvers, OpenAthens, SSO, proxy servers
- Spanish fluency (verbal and written)

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